THE DETAILS / REFUNDS
Refund policy
Generation credits and payment refunds are different. Here is how we handle a failed render, an uncertain request and a purchase issue.
- Last updated: October 19, 2026
Confirmed generation failures
Each generation reserves 10 credits. When the provider confirms that the generation failed, those credits are returned to your account once. The video library records the failed status. You do not need to pay again for the restored credits.
Requests under review
A timeout or connection problem does not always mean a generation failed. If we cannot confirm whether the provider accepted a request, it may be marked for review and its credits may remain reserved. Do not repeatedly submit a new request. Check My videos and contact support if the status does not resolve.
Results you do not like
AI can change facial detail, anatomy, motion, clothing and sound. A technically completed video may differ from your expectations. We do not automatically restore credits simply because a successful result is not the appearance you expected. Contact support with the video task reference if there is a specific technical problem.
Payment refunds
Restoring generation credits does not issue a financial refund. If you believe you were charged incorrectly, purchased twice by mistake or did not receive paid credits, contact support@ozilai.co with the account email, purchase date and receipt reference.
Requests for a financial refund are reviewed individually according to the circumstances and applicable consumer law. Do not include full payment card details in an email. Any approved payment refund is processed through the original payment provider.
Before you purchase
Packs are one-time credit purchases. Review the pack size, price and AI output limitations before completing checkout. We cannot guarantee exact likeness, resolution or generation timing. This policy does not remove mandatory consumer rights that apply in your location.